Lead Medical Support Assistant (Trainer)

Summary

This position is located at the Richard L. Roudebush VAMC Indianapolis - IN within the Business Office - Health Administration Service.

About the Role

Serves as the technical expert for the coordination and oversight of Medical Support Assistant (MSA) training required of all scheduling staff in the medical center.

Responsibilities

• Stays apprised of the latest national, VISN, and local policies and regulations regarding MSA and scheduling functions.
• Responds to Action Items involving scheduling requirements and training from the facility, VISN, and national levels.
• Trains and provides expert guidance to all employees in the medical center utilizing the technical procedures related to scheduling and other MSA functions.
• Makes recommendations on achieving compliance with training requirements and enhancing training programs to meet organizational needs.
• Promotes upcoming training sessions and communicates deficiencies to Supervisors, Service Chiefs, Business Managers, and/or medical center leadership as necessary.
• Works closely with clinical services to ensure compliance with VHA guidance and medical center policy/procedure related to scheduler training and monitoring of technical competence.
• Organizes, chairs, or participates in multidisciplinary task forces, workgroups, and committees in support of program development and process improvements in the education and training of scheduling practices at the facility, VISN, or national levels.
• Trains supervisors on how to perform scheduling audits and assists supervisors with scheduling audits when necessary.
• Performs ADPAC duties with regards to scheduling.
• Makes consistent and efficient use of Veterans Health Information Systems and Technology Architecture (VistA) scheduling options as well as the current commercial software being used by the facility by ensuring adequate training and oversight of scheduling practices.
• Receives telephone calls from and responds to veterans, their family members, and/or legal representatives regarding a broad range of topics, including appointment scheduling, medication refills/renewals, basic billing inquiries, and pharmacy processes and procedures.
• Schedules and reschedules patients for appointments.
• Processes no-shows with appropriate documentation in RMS/DHCP and CPRS.
• Accepts and delegates retrieved voicemails to the appropriate person or responds to the message directly as appropriate.
• Documents telephone call activity in electronic records so that another employee can follow-up on a call at a later time with ease.
• Seeks assistance from pharmacists or supervisory staff when responding to unusual questions or when reasonable attempts to satisfy a caller have been unsuccessful.
• Alerts other staff members of their current appointment availability (whether full or open).
• Reviews Encounter Reports when printed by supervisor to make sure that no patient is lost to follow-up.
• Prepares new patient orientation packets.
• Prints patient appointment lists and encounter forms daily.
• Maintains an adequate supply of cover sheets, travel vouchers, payroll sheets, etc.
• Sends mail and packages to patients and other locations as needed.
• Affords assistance to veterans in submitting electronic travel pay requests during check-in or check-out.
• Processes refill requests if absolutely necessary (should first attempt to refer to pharmacy triage).
• Responds to view alerts in CPRS in a timely manner.
• All other duties as assigned.

Requirements

Basic Requirements:

• United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy
• English Language Proficiency: Must be proficient in spoken and written English in accordance with 38 U.S.C.7403(f)
• Education: Must have a high school diploma - General Education Development equivalency certificate - or proficiency certificate from a State or territorial-level Board or Department of Education
• May qualify based on being covered by the Grandfathering Provision as described in the VA Qualification Standard for this occupation (only applicable to current VHA employees who are in this occupation and meet the criteria)

Grade Determinations: GS7: Experience: Must have one year of creditable experience equivalent to the next lower grade

• Knowledge - Skills - and Abilities (KSAs): In addition to meeting the experience above - the candidate must demonstrate the following KSAs: (a) Advanced knowledge of medical terminology and a wide range of clinical flow processes relating to access to care across multiple clinics - specialties - and/or community(b) Skill in communicating with individuals to obtain the desired effect and coordinating with a variety of interdisciplinary care team staff(c) Ability to utilize numerous advanced patient systems in support of multiple clinics in an interdisciplinary setting(d) Ability to organize work - set priorities - and delegate tasks/responsibilities in order to meet deadlines(e) Ability to provide staff development and training(f) Ability to manage staffing requirements - manage workflow priorities - and adjust the flow of work to meet team and patient needsThis includes the ability to follow-up on pending issues and demonstrate an understanding of the impact of incomplete work across multiple clinics

Preferred Experience: None

Reference: For more information on this qualification standard - please visit https://www.va.gov/ohrm/QualificationStandards

Qualifications

• Education: Must have a high school diploma - General Education Development equivalency certificate - or proficiency certificate from a State or territorial-level Board or Department of Education
• May qualify based on being covered by the Grandfathering Provision as described in the VA Qualification Standard for this occupation (only applicable to current VHA employees who are in this occupation and meet the criteria)
• Grade Determinations: GS7: Experience: Must have one year of creditable experience equivalent to the next lower grade
• Knowledge - Skills - and Abilities (KSAs): In addition to meeting the experience above - the candidate must demonstrate the following KSAs: (a) Advanced knowledge of medical terminology and a wide range of clinical flow processes relating to access to care across multiple clinics - specialties - and/or community(b) Skill in communicating with individuals to obtain the desired effect and coordinating with a variety of interdisciplinary care team staff(c) Ability to utilize numerous advanced patient systems in support of multiple clinics in an interdisciplinary setting(d) Ability to organize work - set priorities - and delegate tasks/responsibilities in order to meet deadlines(e) Ability to provide staff development and training(f) Ability to manage staffing requirements - manage workflow priorities - and adjust the flow of work to meet team and patient needsThis includes the ability to follow-up on pending issues and demonstrate an understanding of the impact of incomplete work across multiple clinics

Preferred Experience: None

Reference: For more information on this qualification standard - please visit https://www.va.gov/ohrm/QualificationStandards

Skills

• Advanced knowledge of medical terminology and a wide range of clinical flow processes relating to access to care across multiple clinics - specialties - and/or community
• Skill in communicating with individuals to obtain the desired effect and coordinating with a variety of interdisciplinary care team staff
• Ability to utilize numerous advanced patient systems in support of multiple clinics in an interdisciplinary setting
• Ability to organize work - set priorities - and delegate tasks/responsibilities in order to meet deadlines
• Ability to provide staff development and training
• Ability to manage staffing requirements - manage workflow priorities - and adjust the flow of work to meet team and patient needs

Benefits

None

Pay

The actual grade at which an applicant may be selected for this vacancy is GS07

Schedule

Monday - Friday 8am - 4:30pm

Compressed/Flexible

Available at supervisor discretion

Virtual

This is not a virtual position